CDI - Customer Care Ambassador Europe H/F/X

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Ready to bring passion into your career?

A global leading skincare and make-up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Its raison d’être is "making life more beautiful, passing on a more beautiful planet".

Operating in more than 150 countries, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas.

Because our 8,000 talents are unique, we are committed to promoting diversity in all its forms.

Do you want to help write the next chapter of our story?

The role :

CDI to be filled from June 2024

Based in Paris 17

In the Digital, Ecommerce and CRM European team, your role as customer care ambassador is to ensure the quality and consistency of customer relations processing across all channels and the dissemination of the Voice of the Customer within the Group.

What you’ll do :

• Be the first point of contact between customers and the brand, responding to enquiries across all channels (including Chat, Email, Social Media Voice Call) using Clarins Customer Care system for 4 countries : Austria, Benelux, Ireland and Portugal

• Listen, understand and resolve customers’ enquiries promptly, demonstrating both empathy and expert understanding of Clarins products and platforms. This includes online order management and tracking, loyalty programs and special offers, services and other general enquiries

• Professionally evaluate and escalate problems/issues promptly, and offer service recovery when necessary

• Deliver personalized product recommendations to customer for their specific concerns and complete their beauty routine through up-sell and cross-sell of products

• Complete outbound clienteling to follow up on an enquiry, membership privileges, special offers and product launch/discontinuation

• Meet Clarins SLAs (Service Level Agreement) regarding wait and response time, CSAT (Customer Satisfaction) and NPS (Net Promoter Score)

You are :

• Customer focused
• A very good oral and written communicator with interpersonal skills
• Able to work on several tools and countries

You have :

• Minimum 3 years of experience in customer care contact center
• Knowledge of one or more customer care interface tools (ticketing / voice / chat)
• A fluent level in French and English (Portuguese, German or Dutch is a plus)

No specific education diploma is required.

We have :

• 70 years of expertise in beauty and spa, with the Clarins and myBlend brands
• Unique products and innovative services
• A commitment to Social & Environmental Responsibility embedded in our raison d'être
• A caring and inclusive corporate culture
• Development and training opportunities
• Attractive compensation and benefits
• A flexible work environment, with up to 2 days of remote working per week

If you have a curious mind, a thirst to go further and the drive to boldly take on new challenges, join us.

At Clarins Group, we believe in making life more beautiful for our employees and our customers. Inclusion and diversity are firmly grounded in our core values, which are part of our DNA.  We strive to achieve inclusiveness and we foster an equal-opportunity culture where everyone can reach their full potential and do their best work. We welcome applications from all backgrounds.

Our job offers are accessible to candidates with RQTH status. If you have a disability that requires us to adapt our recruitment process, please contact us at mission.handicap@clarins.com

To learn more about our group and our commitments to people and the planet, visit www.groupeclarins.com.